Is A Customer Complaint Really A "Gift"?

A complaining customer is your most important customer!

I recently read a great article on ways an organization should view customer complaints.    It's a reminder "a complaint is a gift" from our customers. 

A recent study showed for every executive level complaint an organization received, there were at least 27 customers who felt the same way but did not complain.  How many executive level complaints does your organization receive on a daily basis?  Do you have a centralized complaint management system?  Do you have a formal complaint policy and procedure manual that has been communicated to all of your employees?

If the answer is NO to any of the above questions, your organization might not be capitalizing on the GIFTS that are being presented to you by your customers.